Dispute Resolution Specialist

Grade: SNSW Grade 7/8
Employment Type: Temporary, Full-time until 14/09/2025
Location: Sydney, Parramatta, Gosford. Workplace presence 2 days per week

About the role

The Customer Resolution & Disputes Team at Service NSW has a vacancy for someone to join the team on a short-term basis to respond to complaints and disputes received in relation to the Personal Hardship Assistance, Tropical Cyclone Alfred Grant provided to citizens of NSW impacted by Cyclone Alfred.

The role will primarily undertake internal reviews in response to disputes about outcomes made on Grant applications. In undertaking an internal review, the Dispute Resolution Specialist will be required to:

• Analyse information and evidence provided by the customer
• Request additional information from customers as needed
• Analyse the applicable guidelines and terms and conditions
• Make a decision about the customer's eligibility for the grant
• Write a plain English decision to the customer, outlining the reasons for the decision
• Determine when edge cases need to be escalated and consult with the appropriate internal team.

While the role works fairly autonomously, the Dispute Resolution Specialist will need to work with the other specialists within the team and internal stakeholders.

About the team

You will be joining the disputes team within the wider Customer Resolution & Disputes Team, responsible for performing internal reviews and determining disputes lodged against administrative decisions made by Service NSW.

To be successful in this role you will have:

• Experience analysing and interpreting complex information and evidence to problem solve and make decisions
• Experience working autonomously in a high-volume work environment, successfully managing your own workload and competing priorities
• Excellent written and oral communication skills, with experience delivering high quality written reports written in plain English
• A commitment to a high level of customer service
• An understanding of NSW Government processes and the guardrails Government agencies must operate within

When applying you need to:

1. Include an up-to-date resume (max 4 pages)
2. Provide a cover letter outlining how your skills and experience meet the requirements of the role (max 1 page)

Salary Grade 7/8, with the base salary for this role starting at $102,899 base plus superannuation

For enquiries relating to recruitment please contact Tiffany Martin via [email protected].

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: Wednesday 16th April at 9:59am

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

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The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

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We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact [email protected] or 02 9494 8351.

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